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Key Components Of A Customer-Centric Contact Center

Did you knock your 2020 contact center KPIs out of the park? For many of us, the year was a 12-month curve ball that none of us saw coming. An overnight shift to remote workforces, unprecedented spikes in call volumes, lost customer face time, and a state of constant change and ambiguity meant many contact centers struck out when it came to delivering fast and efficient customer service. So how can organizations turn things around and get contact center performance back on track for 2021?

Join us for a webinar with Keith Berg, General Manager for Contact Center Productivity at Upland Software, and Chris Stieber, Solutions Consultant for Upland Software where we’ll discuss new opportunities to ignite agent productivity, delight your customers, and excel in our new-world realities.

You’ll gain insights into…

  • How to perform a contact center health check, and what the outcomes mean for the year ahead
  • Critical components of an agile and responsive contact center strategy
  • The tools, technologies, and reporting mechanisms you need in place to make the best business decisions for 2021

Now is the time to set your agents up for success and ensure your contact center is a homerun in the year ahead. Get started by watching the on-demand recording today!

 

About the Speakers

Keith Berg, GM, Contact Center Productivity at Upland SoftwareKeith Berg, General Manager, Contact Center Productivity, Upland Software
Keith spearheads business operations for the contact center productivity suite at Upland Software, bringing together InGenius computer-telephony integration and RightAnswers knowledge management products. Keith has worked with contact center leaders for over 15 years, helping them to ignite agent efficiency, reduce case handling time, and improve customer satisfaction using technology.

 

 

christ stieberChris Stieber, Solutions Consultant, Upland Software
Chris is a natural born problem solver with over 10 years of experience in hardware and software testing, implementation, and troubleshooting for IT and contact center clients. He leverages his strong technical skills and deep product knowledge to better understand complex customer requirements and build solutions that help drive implementation, adoption, and ongoing usage of InGenius computer telephony integration (CTI). From hiking the arctic tundra to presenting on product innovations at conferences and tradeshows, Chris is always eager to acquire new skills and experiences.

 

 

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